We are looking for a Team Leader to work for a company leader in the travel industry. Knowledge of several languages, similar experience of at least 1 year and availability to work night shifts is required. As a Team Leader you will direct daily activities of the Customer Service department providing coaching and training to a team of Customer Service Representatives, handling customer escalations and ensuring delivery of top-notch customer satisfaction and service levels will be critical success criteria for this role. This vacancy is a Night Shift position: 40h per week from 23:00 to 8:00. (2 days off a week) Your main responsibilities will be: -Point of contact for CSR’s to provide coaching and mentoring support -Working with Line Manager support individual improvement plans with CSR, providing side-by-side coaching support and monitor progress when required -Flag behavioural performance to Line Manager which is impacting Customer Experience -Act as an information source for agents’ questions pertaining to process, policy and work schedules whilst reviewing, organising and delegating daily tasks for team -Daily DSAT Analysis flagging key focus areas to Line Manager -Liaise with Learning and Development to identify training needs and support new hires -Call calibration -Inspire and motivate agents; lead by example, encourage good team morale